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Transcript of Participation in the Webinar Todays Webinar Organizer: Carole Dotson; Presenter: Vail Dutto Control...
Participation in the Webinar
• Today’s Webinar Organizer: Carole Dotson; Presenter: Vail Dutto
• Control Panel – located on the right hand side of your screen
– Audio box on your control panel: • If you see a message asking you to enter a pin, please do so now followed by #• The pin can be found in the audio box when you have selected ‘use telephone’
– Click on the double arrow icon at the top of the control panel to hide
• Telephone– All participants will be on mute until the organizer allows speaking access– Do not use speaker phone when speaking– Organizer will allow questions from the group at different intervals in the meeting
• To ask a question: – Audio: If you would like to be taken off mute to speak to the group-Raise your hand by
clicking the hand icon on the control panel next to your name– To send a question in text; type in the questions box on the control panel. Only the
organizer can see any question typed into the question box and will either respond directly to you or address them with the group 1
Service Center NewsCongratulations -
Santa Cruz County– Great customer and employee satisfaction surveys from the
service center!Riverside County– Service Center on the way. Tentative launch date of August
2010!Monterey County– Completed the strategy and plan for service center in June.
Good luck on C4 implementation.San Francisco County– The Web Application continues to grow!Santa Clara County– Continues to grow and meet service levels, adding Food Stamp
cases to the service center in November 2009
2
InTelegy Basics: CSCG
Educational Series Conference Calls
Topic: Strategies for Difficult Economic Times:Intake Strategies and Solutions
Table of Contents
I. Background :
• Intake innovations at: Santa Cruz, San Francisco and Tulare
II. Service Delivery Model
• Current and Future
III. Benefits
• Customer Satisfaction
• Resource Requirements
IV. Questions/Discussion 4
Background
Service Center Counties:
• Service Center Counties are perfectly positioned to impact change and leverage current processes and infrastructure to benefit intake operations
• Technology in place and tested; ACD, IVR, Task Management
• Call Handling Processes already in place and successful
Intake applications up 20-30% from last year throughout CA:– San Francisco has experienced a 22% increase in Food Stamp intakes for the first 6 months of
this year compared to the previous 6 months and their ongoing caseload has increased by 27% over the last year.
– Santa Clara County is reporting a 23% increase in new applications in June 2009 com-pared to June 2008.
– Monterey County has seen a total of an 8% increase in Medi-Cal, Food Stamps, and Cal-Works applications since January.
– Sonoma is reporting a 24% increase in Food Stamps, 7% increase in Medi-Cal/CMSP and a 25% increase in cash aid applications.
• Appointments backed up; face risk of not meeting state standards
• Clients impacted with long wait times in reception areas, multiple steps/appointments to complete application process
5
Santa Cruz Example
Since April 2009 Santa Cruz County’s Benefit Call Center (BCC) has been processing Medi-Cal Mail-In applications and taking calls related to these applications.– Average of 150 applications processed in the
BCC/month– Average of 65 phone calls/week related to MC
Mail-In apps handled by BCC
6
San Francisco Example
Since October 2007 San Francisco County’s Food Assistance Center has been taking client calls in their intake operation.– Intake averages 735 calls/month (35/day) – Call types range from eligibility information,
application process support and general program information.
– They have experienced a 20% in-crease in these inbound calls since January.
7
Tulare Example
Since January 2009 Tulare County Service Center supported the Intake process by taking Medi-Cal and Food Stamp applications over the phone– Average of 88 applications/month– 64% Food Stamp Only applications– All applications meeting standards for
completion time
8
Client Willingness and Desire
Automated and telephone support is a part of every day life:– Calling DMV to order plates or license– Checking your cell phone usage– Registering for school– Purchasing movie tickets– Calling Cable TV to order pay-per-view events– Calling their bank, uses IVR for account
information
9
Current Application Process Client Experience
Phone Intake Office
(leave voice mail)
Phone Intake Office
(leave voice mail)
Walk InWalk In
Emergency Need
Identified
Hands to
Clerical
Hands to
Clerical
All Client Contacts
Intake Office
App Returned & Completed
by EW
App Returned & Completed
by EW
Schedule Intake
Interview for future
date
Schedule Intake
Interview for future
date
Intake Interview
Completed Same Day
Intake Interview
Completed Same Day
Seen by Eligibility Worker; Eligibility
Discussed
Seen by Eligibility Worker; Eligibility
Discussed
Intake Interview
completed
Intake Interview
completed
Client Wants to Proceed
via mail
Sends SAWS I Application Packet via
Sends SAWS I Application Packet via
Fills Out SAWS I
Application
Fills Out SAWS I
Application
What’s Wrong with Current Intake Process?
• Client’s main point of access is via intake offices in-person• Client wait time in reception area is long- lobbies are full• Interview availability time risking not meeting state
requirements• Appointment no-shows common and waste scheduled EW
time• Phone support and phone application options almost non-
existent• Eligibility determination is labor intensive for both client and
EW
11
Future Application Process Client Experience
Phone Call
Phone Call
Walk In
Walk In
White Courtesy
Phone
White Courtesy
Phone
Sends SAWS I Application Packet via
Sends SAWS I Application Packet via
Conducts SAWS I
Application Interview
Conducts SAWS I
Application Interview
Client Wants to Proceed via
phone
Mails completed
App & Verif Check
List
Mails completed
App & Verif Check
List
Fills Out SAWS I
Application
Fills Out SAWS I
Application
App Returned & Completed
by EW
App Returned & Completed
by EW
All Client Contacts
Intake Office App Returned
& Completed by EW
App Returned & Completed
by EW
Client Wants to Proceed via
Client Wants to Proceed in-
person
Scheduled Intake
Interview
Scheduled Intake
Interview
Intake Interview
Completed Same Day
Intake Interview
Completed Same Day
Web AppWeb App
Emergency Need
Identified
Appointment Schedule
Appointment Schedule
Current Model- Resources Required
13
90 intake applications to Interview
X Interviews/Day/EW= Y EWs Required
Example:100 applicants/day90% Move to Interview1 FTE= 336 Productive Minutes/day (5.6 hours)
Step 1: Triage
100 Applicants seen by Triage EW =x Minutes/Triage
Interview
Y Triage EWs Required
Step 2: Eligibility Determination and Application Processing
Total: Y+Y =EWs Required
Future Model- Resources Required
14
70 Applicants seen by Intake EW=
90 Minutes/Interview19 Intake EWs Required
Step 1: Eligibility Determination
150 Phone Calls=
10 Minutes/Call4.5 Phone EWs Required
Example:100 applicants/day (20% Phone, 10% Mail In, 70% In-Person70% Move to Interview Process based on eligibility determination1 FTE= 336 Productive Minutes/day (5.6 hours)
Step 2: Application Processing
20 Applications via Phone=
60 Minutes/Phone Interview
3.5 Intake EWs Required
10 Applications via Mail-In (web)=
60 Minutes/Interview2 Intake EWs Required
Total: 26.5 EWs Required
Why this works- Client and Staff Benefits
• Provide increased access to clients• Make it easier for clients to get information about and obtain
benefits• Reduced error rates on intake application – two tiered system (more
Q/A opportunity)• Increased employee satisfaction;
– Helping the most needy, not the most angry
– reduce stress of crowded lobbies
• Increase staff efficiency:– Increase capacity to handle client need without increasing staff
resources
• Ability to measure and manage each step of the process; accountability and productivity
• Web Applications can be processed off hours and on your own schedule 15
Questions
?
16
Upcoming Events
• Next Quarterly Newsletter – – October 10th: Managing to Metrics
• CWDA Conference on Poverty – Sacramento- October 14th and 15th
– InTelegy dinner Wednesday the 15th
• Potential Service Center road shows in LA area and Bay Area – TBD
THANK YOU FOR YOUR PARTICIPATION 17